report approach

[pramn]

Hi Team , 

The requirement is 

There are 20 assignment groups  sometime they are assigning back to the ServiceDesk team 

how can we fetch the tickets for all groups which they have assign back to ServiceDesk .

for creating the report  what could be the approach ?

We need historical ticket data for 1 year for tickets that were initially assigned to any of the 22  Conversion assignment groups and were later routed to Service Desk L1.

looking for your help .

[Dr Atul - LNG]

Metrics is only one possible solution. There is also an out-of-the-box (OOTB) metric available in the Incident table that we can explore. Based on the available metrics, we can then create a report with the required data.

https://www.servicenow.com/docs/r/platform-administration/c_MetricDefinitionSupport.html

[Tanushree Maiti]

Hi @pramn 

In my opinion, the most reliable and performance-efficient way to report on multi-stage routing history is to query the Metric table ( like incident_metric table)

Directly counting records from the Incident Metric table may result in multiple entries for the same incident if it has been assigned to the Service Desk or other assignment group more than once during its lifecycle.